Danson Mbuvi

I am a customer service professional with 5+ years of experience delivering high-volume support across phone, email, chat and social media. I consistently maintain strong customer satisfaction—achieving a 95%+ satisfaction rate—while resolving inquiries efficiently and protecting brand reputation.

I specialize in CRM-driven workflows and call center operations, with hands-on experience in Zendesk, Freshdesk, Salesforce and HubSpot. I have reduced average call handling time and response time by 20% through process optimization and contributed to a 15% increase in online sales via upselling and cross-selling during customer interactions.

I bring strong communication, conflict-resolution and training experience, having coached new staff, updated knowledge bases and implemented feedback loops that improved service efficiency. I am results-driven, adaptable to new systems, and committed to continuous improvement in customer experience.